Technology innovation and Nigeria banks performance:  The assessment of employee’s and customer’s responses

Abstract

Nigerian banks have benefited from global technology innovation. Introduction of Information and Communication Technologies (ICT) have affected employee performance and customers responses This paper examine customer's and employee's responses to technology innovation, and their effects on the performance of the Nigerian banks. Fifteen (15) major banks were selected for the research. Two null hypotheses based on two different sets of questionnaires distributed to selected banks employees and customers were formulated to test whether there is no significant relationship between technology innovation and customer's satisfaction; and between technological innovation and Nigerian banks employee's performance. 1912 questionnaires were distributed to customers to test the first hypothesis out of which 1634 were collected which is 85% of the distributed questionnaires, 1458 questionnaires were distributed to selected banks employees to test the second hypothesis, 1223 questionnaires were collected making 84% response rate. Pearson correlation coefficient was used to analyse the hypotheses. Findings revealed that technological innovation influenced banks employee's performance, customer's satisfaction and improvement in banks profitability. The study recommends effective management of technological innovation for improved employees performance, customer's satisfaction, sustainable profit, increased return on investment, returns on equity, and to promote competitiveness in the Nigerian banking industry.

Technological Skills and Job Employment in Universities in Saudi Arabia

“…Technology in most service firms, such as the banks, provided the required forces through various forms by which services are rendered. According to (Dauda & Akingbade, 2011), technology may be in form of machine, equipment, information and communication made up of knowledge, tools, method and system directed to work in specific manner. Technology is made up of the physical hardware that is visible to the eye.…”

“…They concluded that, to enhance desired value from both quality products and quality services of the Nigerian banks, technology is needed to offer improved quality services to customers in order to meet their needs and put smiles on their faces. Another perspective is (Dauda & Akingbade, 2011) selected variables, which measured the relationship between technological innovation and organizational competitiveness; between employee innovation and motivation, to test their relationships. In the study, respondents were randomly selected from selected manufacturing industry in Lagos State, Nigeria.…”

“…The study recommended that employees should upgrade their skills to cope with technological change in order to be relevant in the company. The findings of the work of (Dauda & Akingbade, 2011) revealed that "the adoptions of new technologies in the recent years had improved the performance and profitability of Nigerian Manufacturing Industry. They further established that workers performances had also increased due to the use of new technology, but workers skills had not improved sufficiently to cope with technological change.…”

Information and Communication Technology Infusion Model for Microfinance Bank in the Nigeria

“…Bada [1] Agbolade [21], in his study proposed a relationship between the adoption of ICT in Nigerian banks to the level of profitability of the banks. Using a primary data sourced through a structured questionnaire administered to selected banks in South-west Nigeria and the Ordinary Least Square approach econometric techniques, this study examined the nature of the relationship that exist between Banks Profitability and the Adoption of Information and Communication Technology.…”

“…Investments in ICT have become crucial organizational strategies for survival and competitive advantage. From time immemorial, Information has always played a prominent role in human life but the emergence of social progress and the vigorous development in science and technology has immeasurably increased the role of information in every facet of human endeavor [21]. All over the world, ICT are changing the way that things are being done in most organizations today including the financial sectors.…”